Bruna Toledo

Senior Project Operations Specialist

Superside

Jan 2023 - Current (3 years 6 months)

Enhanced end-to-end creative project execution by leading escalation resolution and conducting risk assessments, enabling smoother collaboration between project managers and designers and accelerating delivery timelines. Drove measurable improvements in customer retention and operational efficiency by proactively collaborating with Customer Success and Onboarding Managers to refine workflows and address recurring pain points. Automated operations using Looker, Google Spreadsheets, and Google App Script, driving efficiency and providing data-driven insights for decision-making. Improved operational efficiency and project success rates by developing standardized procedures and process frameworks. Delivered timely operational support and maint

Customer Support Quality Assurance Lead

PartnerHero

Apr 2021 - Dec 2022 (1 year 9 months)

Led the quality assurance department for a customer support team of 40+ agents, significantly elevating service quality and • • • • processes, improving error-free ticket resolution by 84%+ Provided data-driven insights to leadership, shaping support strategies and enhancing agent performance Designed training programs that enhanced quality, efficiency, and significantly shortened agent onboarding timelines Mentored and coached team members, fostering professional growth and individual success

Customer Support Specialist

PartnerHero

Dec 2019 - Apr 2021 (1 year 5 months)

Delivered high-impact customer support via chat and email for a major online clothing retailer, resolving complex technical and • • account issues with a 98% CSAT score, while maintaining a consistent performance of 144% against established SLAs Proactively collaborated with cross-functional teams on initiatives including training, crisis management, and fraud prevention contributing to a 97% reduction in losses through analysis and workflow optimization (Sift, Braintree, Stripe, Amazon Pay)

Internet Personalized Ads Assessor Moderator

Lionbridge

Jun 2018 - Oct 2020 (2 years 5 months)

Ranked within the top 5% of local raters, evaluated the quality and relevance of online ads and social media content for major global platforms, ensuring cultural appropriateness for diverse markets Provided feedback to other team members and moderated content evaluations to maintain quality standards Collaborated with developers to improve task accuracy, relevance, and overall user experience

Social Media Evaluator

Appen

Feb 2017 - May 2018 (1 year 4 months)

Remote • Provided constructive and detailed feedback on news feeds, ads, and search results for leading global social media platforms, taking into consideration their content, appearance, relevance, quality, and cultural tone

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